What makes your customers stay – and recommend you?
An NPS score does not tell you what to do about it. Our analysis shows which factors are most strongly linked to satisfaction and loyalty – segment by segment – and what you should prioritise first.
More than an NPS score.
Knowing that your NPS is 34 will not help you keep a single customer. What helps is knowing why – which parts of the customer experience drive loyalty most strongly, where you outperform and where you are losing customers.
Our priority matrix plots every question against its score and its link to NPS. The result: a clear list of what to improve first for the greatest effect.
The right method for the right question.
Customer surveys
Online surveys with NPS/CSI, analysis of open-ended responses by customer category, and heatmaps by segment. We handle the whole process – from question design to reminders.
Customer interviews
In-depth telephone interviews – on their own or combined with a survey. Especially valuable when you have fewer, larger customer relationships and every customer carries a lot of weight.
Market & brand
Brand surveys with Brand Drivers and competitor comparisons. See how the market perceives you – and where the openings are. Read alongside your employee data, they tell you more than either does alone.
See the connections that affect your business.
In our interactive dashboards you follow the results by customer segment, region or business area – and can link customer satisfaction to your own KPIs, such as revenue per customer or churn.
- Priority matrix – what drives NPS and satisfaction most strongly
- Heatmaps by customer segment and business area
- Open-text analysis: what Detractors, Passives and Promoters actually say
- Deeper correlation analyses where they are useful to you
- Customer and employee data in the same dashboard if you want the full picture
From customer insight to action.
After every survey you receive an analysis with concrete recommendations – not just a review of the results. We present to your management team, point out the priorities and give guidance on the next steps.
That is why our clients describe the presentations as the best they have attended – and why they come back year after year.
of P&M clients see an improvement in their key indices – eNPS, ESI, NPS or CSI. Based on a 2026 follow-up of the 20 most recently completed assignments with at least two years of measurement.
Results speak.
So do our clients.
“We do not choose P&M just to track and benchmark our data. You do genuinely excellent work with the analysis and presentation. So grateful!”
“Without doubt the best survey presentation I have ever attended. Not least the concrete, specific advice on several of the questions.”
“The tools we received were very concrete – which makes it easier to improve behaviour over time. I genuinely appreciate what P&M has given the team. I can see a positive change in the group.”
“The report – its content and conclusions – is considerably more thorough than anything we have seen before, and will be immensely valuable in our work going forward.”
NPS is the answer. The question is why.
Loyalty, complaints and churn in the same view. The priority matrix sets each driver against its actual impact on NPS – so you see what keeps customers with you, not just what they said in a survey.
Open-ended responses are coded and interpreted by both AI and a senior consultant who has read thousands of them.
See the platform
See what your customer data could tell you.
In 15 minutes we show you the priority matrix, segment analyses and dashboards – with sample data from customer surveys. No preparation needed.